SysAid Reviews

Pros

The help desk features work really well and the end-user portal is a strong part of the platform too.

Cons

BI module does not come included by default and requires additional licenses.

Pros

Right from the start, it lays out the full list of tasks that need to be handled. Its asset management tools and monitoring agent work really well and they cut down the amount of time staff have to spend on patching and keeping track of assets.

Cons

One thing I'd want is clearer information earlier in the project about how certain configuration changes might impact specific features. For example, issue creation through screen clip and video recording only works when the issue type is set as Issue or Incident. If that type is changed to a service request, that feature can't be used.

Pros

After more than five years of using it, it has consistently been very user-friendly which makes it simple for our staff to submit service requests. It has also been very reliable. On the rare occasions we've run into issues over the years, the support team has been quick to respond. Overall it's dependable, reasonably priced and backed by excellent customer service.

Cons

The Service Catalog feature is not as user-friendly or as complete as it is on some other platforms I've used.

Pros

The amount of freedom SysAid gives us to customize the interface for both end users and admins is amazing.

Cons

At times, the interface can feel a bit cluttered although I'm not sure there's really a clear way around that.

Pros

One feature that has been especially useful is the Helpdesk tab since it lets me look up previously closed tickets where other process managers handled similar situations.

Cons

I haven't come across anything I can call a drawback.

Pros

Being cloud-based makes it convenient to access, the interface is simple to work with and it's flexible enough to adapt to different needs.

Cons

The only downside is that parts of the licensing structure can be a bit confusing.

Pros

Setup was simple and after the initial install, it was up and running within just a couple of hours.

Cons

Getting the agent installed can take some effort but once it's deployed across all the workstations, everything falls neatly into place.

Pros

Asset management has been a big plus and the ticketing system is very user-friendly. The third-party patch management works really well and the reporting is simple to use while still giving a clear picture of how much work our IT department handles each week, month, quarter and year.

Cons

At this point, I honestly can't think of anything that needs improvement.

Pros

Getting it up and running was quick and it can be tailored without much trouble to match our specific requirements.

Cons

The reporting side still feels like it needs more refinement, maybe by integrating it with an external reporting engine.

Pros

Right from the start it felt very user-friendly, with a friendly interface and consistently fast, stable performance. Our team handled the installation and integration on our own and only needed minimal assistance from support. We also appreciate the occasional reminders about new features or interface updates. The biggest advantage is that our users have fully adopted the tool for reporting issues which has significantly reduced the number of phone calls coming into the help desk. We have even been able to manage some smaller projects through SysAid. The reporting is very good, with clear reports and really nice graphics. It makes it simple to show management where we are losing the most time which issues come up most often and where we should create manuals or improve systems so users can solve certain problems themselves.

Cons

Honestly there is not much to complain about. We tested it against a few other products and this was the one we were happiest with. If anything could be improved, I would suggest including more assets in the licensing. It would also be nice to have a SysAid conference or more webinars available.

Pros

Every field in the system can be customized really well and the feedback we receive from our end users has been very positive.

Cons

What's still lacking is an alphabetical sorting filter and there's also a bit too much pressure to move toward using the system's cloud features.

Pros

From daily helpdesk work to broader IT operations, it covers a lot in one place. The workflows are especially useful for automating new starter and leaver processes when several departments need to be notified. The self-service account unlock is another big plus because it removes the need for a separate app which helps keep the device footprint smaller with just one agent installed. Escalation rules and routing also help automate communication with users and the asset management side lets me proactively monitor servers and devices while keeping the asset inventory current.

Cons

The project module could definitely use more attention since it doesn't work as well for me as simpler tools like Trello. That said it's only a small downside overall.

Pros

Having everything gathered in one place really helps keep work organized and focused. If your team follows an ITSM approach, SysAid is a big help across the board for management, the help desk, end users and support staff alike. The SLA setup and compliance tracking are especially valuable for the support team because they help keep attention on improving service quality. The new interface is also a nice upgrade and makes things much simpler to use.

Cons

personalized reports could use some minor adjustments and configuring SLAs can be a bit tricky at times.

Pros

The support has been excellent and the platform feels user-friendly with a smooth process when it comes to getting things done.

Cons

At the beginning, things were quite laggy but over time that changed a lot and performance improved drastically.

Pros

Getting it up and running was simple and the end-user experience has been excellent.

Cons

We haven't run into any issues at any point during the project.

Pros

It has done a really good job helping us get everything set up and tailor the implementation to fit our needs.

Cons

Nothing to point out yet since we're still in the process of completing the full implementation.

Pros

SysAid has helped us put processes in place that align with our policies and our entire CMDB is documented and registered in the system.

Cons

I honestly don't have any complaints. We've been using it since 2012 and it has consistently delivered good results.

Pros

A big plus for me is the pricing especially considering the integrations it offers. The self-service portal is also really useful and adds a lot of value to the overall experience.

Cons

One downside is the network deployment and the browser tends to run into cache-related issues from time to time.

Pros

It helps me keep my tasks organized and see them through to completion.

Cons

Up to this point, I haven't run into anything that bothers me.

Pros

Right from the pre-sales stage through post-sales, the experience was excellent. The support has been outstanding and the team is clearly talented and capable.

Cons

I honestly have nothing negative to mention. Both the product and the service have been first-rate.